Day In the Life Of (DILO) Tool (PowerPoint PPTX Slide Deck)

PPT DESCRIPTION

This product (Day In the Life Of [DILO] Tool) is a 7-slide PPT PowerPoint presentation slide deck (PPTX), which you can download immediately upon purchase.

DILO (day in the life of) is a technique used to walk through what it will be like in the new world for either a process or a specific group of people who are external or internal to the organisation. It is particularly useful to test the effectiveness of roles by walking through a day in the life of a particular role and identifying gaps and problems encountered during the walk through. DILO can also help to provide employees with clarity on the new organisation design and secure their buy-in.

The tool should be used during the detailed design phase of organisation design to check that the design makes sense. It can also be used later during the implementation and sustain phases as a communications and training tool.

The DILO tool is useful to check that the organisation design makes sense in relation to a particular process or group of people and to train people in the new organisation design, bring it to life for them and convince them that it is the right thing to do.

This tool is included as an appendix to the Organization Design Toolkit.

The PPT provides practical insights and actionable recommendations for implementing the DILO tool effectively. It emphasizes the importance of realistic scenarios and appropriate language to set the scene accurately. The tool prompts critical questioning and focuses on essential elements, ensuring that the new organization design is both practical and comprehensible for employees.

The example DILO for a Customer Advisor illustrates the tool's application in a real-world context, highlighting common challenges and areas for improvement. It showcases how DILO can identify inefficiencies and training needs, making it an invaluable resource for organizations undergoing structural changes. This document is a must-have for executives looking to streamline processes and enhance role clarity within their teams.

Source: Day In the Life Of (DILO) Tool PowerPoint (PPTX) Presentation Slide Deck, Corporate Finance 101

PPT SLIDES

Utilizing the DILO Tool for Organizational Design

The DILO (Day in the Life Of) Tool is a structured approach designed to analyze the impact of organizational changes on specific roles or processes. This PPT slide outlines its purpose, phases of use, and benefits, making it a valuable resource for leaders navigating organizational design.

The tool is introduced as a method for walking through the daily experiences of individuals affected by changes. It helps identify gaps and challenges that may arise in the new organizational structure. This is crucial for ensuring that employees understand and accept the new design. The slide emphasizes that the DILO Tool is particularly effective during the detailed design phase, where it can validate the proposed changes before implementation.

The slide breaks down the process into 6 phases: defining the case for change, conducting a gap analysis, developing high-level and detailed designs, implementing the design, and finally embedding and measuring the new structure. Each phase serves a specific purpose, guiding users through a comprehensive evaluation of the organizational design.

The benefits of using the DILO Tool are highlighted, particularly its role in checking the coherence of the new design with actual processes and training needs. It aims to bring the new organization to life for employees, fostering their understanding and commitment. This approach not only enhances clarity, but also aids in securing buy-in from those impacted by the changes.

Overall, the DILO Tool is presented as a practical framework for leaders looking to ensure that organizational changes are effectively communicated and implemented, ultimately leading to a smoother transition and better alignment with strategic objectives.

Streamlining Customer Complaint Resolution Processes

This PPT slide outlines a detailed process flow regarding customer complaints within a newly structured organization that operates in a matrix format. It highlights the challenges faced by the Customer Support team across different geographical locations, specifically focusing on a complaint originating from Shanghai.

On Monday, the complaint regarding delivery times is logged by the Customer Support Administrator in London. The communication process begins when the complaint enters the customer services inbox, indicating a structured approach to handling issues. The Administrator's actions demonstrate a clear division of responsibilities, as they send the complaint details to a Customer Advisor, who is tasked with acknowledging receipt to the customer.

By Tuesday, the complexity of the situation escalates. The Customer Advisor attempts to clarify the complaint, but faces delays due to time zone differences and lack of information sharing. The Sales team in Shanghai is unaware of the complaint's specifics, which complicates resolution efforts. This illustrates a significant gap in communication, emphasizing the need for better integration among teams.

On Wednesday, the complaint is closed in the spreadsheet,, but the process remains slow due to the manual nature of information sharing. The Customer Support Manager in Asia does not receive the necessary documentation promptly, further delaying resolution.

The slide concludes with 3 recommendations aimed at improving the process. These include establishing a global system for prompt information sharing, ensuring that the Sales team is informed about customer complaints, and recognizing that most complaints originate from Asia. This analysis reveals critical insights into operational inefficiencies and highlights the importance of streamlined communication across departments.